SAP C_C4H56I_34 SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Exam Practice Test

Answer : B, C

For Service Level Agreements (SLAs) to be correctly derived in cases within SAP Service Cloud Version 2, they need to be properly configured and activated. A common reason for SLAs not being derived could be that they have not been configured in the fine-tuning settings of the system. This setup is crucial for defining the SLAs' parameters and how they apply to various cases. Another potential issue could be that the determination rules, although configured, were not activated. These rules are essential for the system to automatically apply the correct SLA based on the case's attributes. Without activation, the system cannot utilize these rules to determine and apply SLAs to cases.

Answer : A, C

According to the SAP Service Cloud Version 2 documents and learning resources, the following are required to grant business user access:

User ID. A user ID is a unique identifier for a business user, which is used to log on to the system and to assign a business role. A user ID can be created manually or automatically, and it can be based on the employee ID, the email address, or a custom format.

Employee. An employee is a master data object that represents a person who works for your company and performs a specific role or function. An employee can be assigned to one or more organizational units, and can have one or more business users associated with them.

The other options are not correct because:

Access restriction. Access restriction is a way to control the visibility and editability of data for business users based on their business roles and organizational assignments. Access restriction is not required to grant business user access, but it can be used to refine the access level after the business user is created and assigned a business role.

Assignment to an organizational unit. An organizational unit is a master data object that represents a structural element of your company, such as a department, a team, or a branch. An organizational unit can be assigned to one or more employees, and can be used as an attribute for access restriction. Assignment to an organizational unit is not required to grant business user access, but it can be used to define the scope of the business user's responsibility and visibility.Reference=Creating Business Users and Business Roles,Creating Business Roles,Set Up Guide for SAP Service Cloud Version 2,SAP Service Cloud Version 2 | SAP Help Portal

Answer : C

In SAP Service Cloud Version 2, access restrictions are governed by a set of rules that determine user permissions and access levels. When there is a conflict between access rights, 'Unrestricted access rights override any restrictions you have defined.' This means that if a user is granted unrestricted access rights in one area, these rights will take precedence over any other specific restrictions that might have been set, ensuring that users retain access to critical functions and information necessary for their roles.

Answer : A, C

When rolling out SAP Service Cloud Version 2 to multiple countries, it is essential to 'Enable country/region' to ensure that the system is tailored to the specific regulatory, linguistic, and cultural requirements of each country. This involves configuring country-specific settings, such as local currencies, date formats, and legal regulations. Additionally, 'Maintaining organizational units' for each different country is crucial. This involves setting up the organizational structure, including departments, divisions, and teams, in a way that reflects the operational and management structure in each country. This ensures that the system aligns with local business practices and organizational hierarchies.

Answer : B, D

In SAP Service Cloud Version 2, 'Installed Base' and 'Measurements' are two of the services that can be added to a business role. The Installed Base service allows for the management and tracking of a customer's installed products or equipment, enabling service agents to have a comprehensive view of the customer's assets for better service and support. The Measurements service, on the other hand, enables the tracking and recording of various metrics or performance indicators related to the installed base or service processes. This service is crucial for monitoring performance, ensuring quality, and making informed decisions based on empirical data.

Answer : A, D

Setting up SAP Service Cloud Version 2 involves several critical steps to ensure the system is configured correctly for organizational needs. One of the essential steps is 'Assigning employees to organizational units,' which involves mapping employees to specific divisions, departments, or groups within the organization. This step is crucial for defining roles, responsibilities, and reporting structures. Another fundamental step is 'Creating an organizational structure,' which lays the foundation for the system's operational framework. This structure defines the hierarchical arrangement of lines of authority, communications, rights, and duties of an organization. It is vital for establishing clear governance, operational efficiency, and effective management of the SAP Service Cloud environment.

Answer : A, D

Case routing in SAP Service Cloud Version 2 is a mechanism that automatically directs incoming cases to the appropriate service teams or individuals based on predefined criteria. The 'Service Category' is one of the primary criteria used in case routing. It categorizes cases based on the nature of the inquiry or issue, ensuring that they are directed to the team with the relevant expertise. Additionally, the 'Service Team' is determined during case routing, which involves assigning cases to specific groups of service agents or teams who are equipped to handle them. This ensures that cases are managed by the most suitable and knowledgeable personnel, facilitating efficient resolution.